Customer Experience Lead

Role Objectives:As a Customer Experience Lead you'll play a pivotal role in shaping the experience of every Breadfast customer. You'll lead and inspire a team of CX Senior Associates & Associates, driving performance, ensuring top-notch service, and fostering a growth-oriented environment.Roles & Responsibilities:Motivate, mentor, provide constructive feedback, and coach the team, guiding them to success by identifying development needs and providing personalized supportEmpower the team to handle complex or escalated customer issues confidently, ensuring customer satisfactionAnalyze interactions, create reports, and validate complaints to identify areas for improvement within Breadfast's offerings.Communicate them effectively with other teams and follow through for resolutionDevelop a deep understanding of customer needs and communicate this feedback to drive ongoing product enhancementsManage schedules, overtime, and vacation requests while ensuring team adherence to procedures and high-quality service deliveryEvaluate team and individual performance, utilizing KPIs to measure success and identify areas for improvementProactively seek ways to boost productivity and customer satisfaction, fostering a culture of continuous learning and growth.Required EDUCATION, KNOWLEDGE, AND SKILLS:Bachelor's Degree in any relevant field2 to 3 years of experience leading a team and have a passion for inspiring and motivating othersExcellent written and verbal communication skills in both Arabic and EnglishExperience with CRM systems and embrace technology to enhance operationsThrive in a fast-paced environment with rotational shifts and changing prioritiesInitiative, accurate, and manage multiple tasks effectivelyResponsible and have a high sense of ownership and commitment.